... Customer service teams are prioritizing analytics, yet face a range of challenges when it comes to developing advanced service capabilities. Customer service and support leaders should use this Tool to assess the maturity of their analytics program and identify actionable steps to improve. Gartner Research ...
Analyst(s): Patrick Quinlan | Daniel O'Sullivan
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... Workspace must conduct a thorough total cost of ownership (TCO) assessment, factoring in infrastructure, security, and end-device services, as Microsoft products and services currently dominate most IT budgets. Use this research to estimate how your licensing costs will change with Google Workspace. Insights ...
Analyst(s): Joe Mariano | Rachel O'Farrell | Autumn Stanish | Chris Silva | Michael Silver
... Access Research Already a Gartner client? Outsourcing partnerships and services can stagnate without competition and collaboration. Customer service and support leaders can use this research to learn how to use the challenger versus champion model to foster competition, increase collaboration and drive ...
... are essential to delivering effective citizen services and meeting mission needs. This webinar will show government CIOs and technology executives how to use the Gartner Hype Cycle for Digital Government Services, 2024 to help improve government service delivery. About the Speaker Session Description ...
... enhancement enables customer service and support leaders to drive greater customer loyalty, but rollouts lack scale. This document provides a roadmap for proving the impact of initial deployments, embedding the right mindset and scaling the strategy through assisted and self-service channels. Overview Introduction ...
Analyst(s): Jonathan Schmidt | Rupinder Chandhok | Christopher Sladdin
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Written By: Tess Griffin Recently, Gartner’s Campus Recruiting team hosted 22 university career services professionals for our first-ever Career Services Day in our Stamford, CT headquarters. Representing regions across North America, the group included both undergraduate and M.B.A. university ...
... Salesforce designs personalized and proactive self-service journeys based on its analysis of customers’ needs, actions and goals. Customer service and support leaders can use the lessons from this case study to increase self-service resolution and improve the digital experience. Case Overview Problem ...
Analyst(s): Olivia Foster | Emily Potosky | Eric Keller
... Service journeys are complicated — they’re often inefficient, costly and deliver poor CX. Join us as we explore how service and support leaders can regain control over the service journey, transforming journey management from reactive analysis and mapping into proactive orchestration and design. About ...
Analyst(s): Daniel O'Sullivan | Christopher Sladdin